End-to-end CX visioning
We assess your customer experience across people, process, and tech to help you define a roadmap that aligns business goals with measurable outcomes.
Is your CX infrastructure ready to scale?Check out the CX Bootcamp
CX Consulting Services
CX and digital consulting that moves you forward
You don’t just need more tools or talent, you need smarter strategies. From workforce design to AI implementation, we help you go from ideas to outcomes.
Horatio’s consulting services help you reimagine your customer experience, improve operational efficiency, and unlock the power of AI with guidance rooted in real-world execution.
+22% Retention lift
Average increase in long-term customer loyalty achieved across enterprise consulting engagements.
-18% Churn reduction
Measurable decrease in customer attrition through the targeted elimination of lifecycle friction points.
-14% Cost-to-serve optimization
Operational cost reduction realized via strategic resource allocation, workflow redesign, and intelligent automation.
CX and operations consulting services that deliver real impact
Whether you're scaling a support org, integrating new tech, or transforming how your team works, our consulting practice gives you access to the frameworks, expertise, and action plans that drive sustainable change.
Customer strategy & experience design
Define and optimize your end-to-end customer experience with tailored strategies that align teams, technology, and customer journeys around long-term value.
- CX vision and org design
- Customer journey mapping
- Contact center maturity assessments
- Omnichannel strategy
- CSAT, NPS, and VOC program design
We know your tech stack
Built to integrate with your customer support ecosystem
Our teams integrate effortlessly with your systems to deliver a frictionless support experience.
Consulting that connects strategy with execution
Unlike traditional firms, we don’t just hand over a slide deck and walk away. Our consulting services are shaped by real frontline experience. We advise, co-create, and help implement solutions that actually work at scale.
Operational depth
Our roots in BPO mean we know what breaks inside a CX org, and how to fix it with clear KPIs, better processes, and empowered teams.
AI-ready strategies
We go beyond AI hype to build realistic automation and augmentation plans that match your stage of maturity, data quality, and team workflows.
Execution built in
Every recommendation includes the how, not just the what. We can help you implement the roadmap through our managed services or support your teams with structured handoffs.
End-to-end CX visioning
We assess your customer experience across people, process, and tech to help you define a roadmap that aligns business goals with measurable outcomes.
Operational depth
Our roots in BPO mean we know what breaks inside a CX org, and how to fix it with clear KPIs, better processes, and empowered teams.
AI-ready strategies
We go beyond AI hype to build realistic automation and augmentation plans that match your stage of maturity, data quality, and team workflows.
Execution built in
Every recommendation includes the how, not just the what. We can help you implement the roadmap through our managed services or support your teams with structured handoffs.
Hear it from our clients
Don’t take our word for it
“It impresses me every day how well our team really understands what we're building and what we're doing and how to best serve our community. My only regret is not working with Horatio earlier.”
Cate Marques
Chief Experience Officer
“Our experience with Horatio has been nothing short of amazing. Our business actually is very involved. There is a lot of industry specific knowledge for the roles that they have here. So they've adapted very well. The customer service is outstanding.”
Justin Zemaitis
Co-Founder and Chief Insurance Officer
“The best part about working with Horatio is that they’re not just a vendor. They focus on being a strategic partner in every aspect of your business; the future of BPOs. Long gone are the days where contact centers are cost centers. Horatio turns a contact center into a profit center.”
Jarvous Freeman
Vice President of Operations
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Our Solutions
Trusted by modern teams across industries
Horatio’s consulting services empower teams across industries to transform CX, optimize operations, and implement scalable, AI-driven solutions.
Retail & E-commerce
Upgrade your store support →For store owners
Design smarter CX strategies, implement AI for order support, and improve omnichannel operations to drive loyalty and conversion.
Financial Services
Secure your operations today →For financial institutions
Strengthen compliance, enhance customer journeys, and optimize digital workflows across support, onboarding, and fraud prevention.
EdTech
Power up your learning platform →For education providers
Redefine learner and educator experiences through platform support strategy, content journey mapping, and integrated digital operations.
Healthcare & HealthTech
Strengthen your patient support →For healthcare teams
Improve patient and provider support through scalable systems, HIPAA-aligned CX design, and automation that enhances care accessibility.
SAAS
Scale your software support →For software companies
Streamline onboarding, reduce churn, and align support operations with product teams through KPI modeling, WFM planning, and AI readiness.
Technology
Streamline your tech workflows →For tech innovators
Scale technical operations, redefine escalation flows, and enhance support with AI-powered automation, smarter staffing, and operational clarity.
Travel & Hospitality
Enrich your guest experience →For experience providers
Optimize guest experience and booking support by aligning service delivery with seasonal demand, multilingual workflows, and tech integration.
Video Games
Level up your player support →For game studios
Build moderation strategies, improve player support systems, and develop escalation playbooks that protect community trust and platform performance.
More services to support implementation and long-term success
Our consulting work doesn’t exist in a vacuum. We back strategy with action, offering a full suite of managed services that help you execute, scale, and sustain the transformation we design together.
Customer support
Transform your service experience from strategy to execution. Our expertly trained agents deliver multichannel support that reflects your brand voice, increases satisfaction, and reinforces your CX goals.
Back-office support
Support your internal teams with outsourced solutions for data processing, documentation workflows, QA audits, and admin tasks, freeing up bandwidth to focus on what drives growth.
Quality Assurance
Turn consulting recommendations into measurable improvements. Our QA teams build, implement, and operate scorecards, calibration protocols, and continuous feedback loops.
Trust & safety
Safeguard your platform with dedicated moderation, escalation workflows, and policy enforcement that reflect your community standards and consulting insights.
Technical support
Close the loop between your product and your customers. We provide Tier 1–3 tech support that’s integrated with your systems and optimized by the consulting roadmaps we help create.
Compliance & fraud
Support regulatory readiness and reduce risk with specialized teams trained in KYC, chargebacks, access control, and fraud detection, built to align with your compliance strategy.
Insights on CX, AI, and operational strategy
Stay ahead with expert perspectives on support transformation, AI maturity, and scalable experience design.
Mastering Customer Conflict: Strategies for Exceptional Service
Learn why customer satisfaction matters, the common types of challenging customer behavior, and practical strategies for managing these situations with confidence.
April 7, 2025
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AI for Customer Service: Benefits, Best Practices, and Uses
Read our guide on AI for customer service if you want to learn about AI benefits, best practices, and use cases.
March 25, 2025
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The complete guide on business process optimization
Business process optimization helps companies increase productivity, reduce costs, and improve collaboration by refining workflows and leveraging automation.
April 10, 2025
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Help & Support
Frequently Asked Questions
Have any questions? Here are answers to some of the most common questions from companies exploring customer experience consulting services.
Ready to turn strategy into action?
Whether you need a strategic blueprint or hands-on implementation support, Horatio’s consulting team brings the experience, tools, and clarity to move you forward.